Senior Manager, Fraud Operations (Banking)

About the role

For our client, we are seeking a Senior Manager, Fraud Operations (Banking) to join the team of a leader in the Finance & Insurance space. This role will guide a high-performing fraud operations function focused on safeguarding client accounts while maintaining a strong customer experience. You will partner closely with Product, Engineering, and Analytics to strengthen controls, improve workflows, and reduce fraud risk across the banking environment. The position calls for a leader who can balance operational rigor, investigation quality, and scalable process improvement in a fast-moving financial services setting. Location: Remote - US based candidates only, no visa sponsorship available.

Responsibilities

• Direct and scale operational teams across cash and banking, investments and crypto, and identity and onboarding
• Lead client-facing investigations to ensure consistent customer relationships and efficient resolutions
• Own and improve operational performance metrics such as SLA management and backlog reduction
• Utilize knowledge of banking payment rails to combat sophisticated fraud
• Collaborate with Product, Engineering, and Analytics to prevent fraud upstream
• Implement optimized workflows using automation and data insights to enhance throughput
• Mentor a multi-tiered team, establish quality assurance frameworks, and foster a culture of continuous improvement

Qualifications

• 7+ years of experience leading fraud operations in financial services or tech
• 5+ years managing multi-tier operational teams
• Proven experience handling high-volume investigation queues and performance metrics
• Track record of reducing case resolution times and handle durations
• Adaptable leader capable of balancing fraud prevention with customer experience
• Proficiency in large data analysis and KPI tracking; advanced Excel required

Benefits

• Top-tier health benefits and life insurance
• Employer-matched long-term group savings plan
• 20 vacation days, 4 wellness days, and unlimited sick days
• Ability to work outside Canada for up to 90 days a year
• Inclusive employee resource groups for diverse communities
• Collaborative hybrid work environment with a talented team

Pay

Compensation: $110,000 – $130,000 annually